Text mining methods applied to insurance company customer calls : a case study

<?xml version="1.0" encoding="UTF-8"?><modsCollection xmlns="http://www.loc.gov/mods/v3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-8.xsd">
<mods version="3.8">
<titleInfo>
<title>Text mining methods applied to insurance company customer calls</title>
<subTitle>: a case study</subTitle>
</titleInfo>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20200007654">
<namePart>Liao, Xiyue </namePart>
<nameIdentifier>MAPA20200007654</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20200007647">
<namePart>Chen, Guoqiang</namePart>
<nameIdentifier>MAPA20200007647</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20200007661">
<namePart>Ku, Ben</namePart>
<nameIdentifier>MAPA20200007661</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20200007678">
<namePart>Narula, Rahul </namePart>
<nameIdentifier>MAPA20200007678</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20200007685">
<namePart>Duncan, Janet </namePart>
<nameIdentifier>MAPA20200007685</nameIdentifier>
</name>
<typeOfResource>text</typeOfResource>
<genre authority="marcgt">periodical</genre>
<originInfo>
<place>
<placeTerm type="code" authority="marccountry">usa</placeTerm>
</place>
<dateIssued encoding="marc">2020</dateIssued>
<issuance>serial</issuance>
</originInfo>
<language>
<languageTerm type="code" authority="iso639-2b">eng</languageTerm>
</language>
<physicalDescription>
<form authority="marcform">print</form>
</physicalDescription>
<abstract displayLabel="Summary">The purpose of this case study is to develop a process for a U.S. personal lines insurance company to improve its customer service, make call center operations more efficient, and reduce costs by analyzing customer calls. Text mining methods such as topic modeling and sentiment analysis are used to study approximately 10,000 nonclaim customer calls from 2016. Results show the most frequent topics of calls and how customer sentiment differs between topics, which will allow the company to adjust its customer service accordingly.</abstract>
<note type="statement of responsibility">Xiyue Liao...[El al.]</note>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080590567">
<topic>Empresas de seguros</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080589189">
<topic>Atención al cliente</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20090013650">
<topic>Opinión del cliente</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080553241">
<topic>Asegurados</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080571566">
<topic>Casos prácticos</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080638337">
<geographic>Estados Unidos</geographic>
</subject>
<classification authority="">217</classification>
<relatedItem type="host">
<titleInfo>
<title>North American actuarial journal</title>
</titleInfo>
<originInfo>
<publisher>Schaumburg : Society of Actuaries, 1997-</publisher>
</originInfo>
<identifier type="issn">1092-0277</identifier>
<identifier type="local">MAP20077000239</identifier>
<part>
<text>02/03/2020 Tomo 24 Número 1 - 2020 , p. 153-163</text>
</part>
</relatedItem>
<recordInfo>
<recordContentSource authority="marcorg">MAP</recordContentSource>
<recordCreationDate encoding="marc">200408</recordCreationDate>
<recordChangeDate encoding="iso8601">20200413180242.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20200011637</recordIdentifier>
<languageOfCataloging>
<languageTerm type="code" authority="iso639-2b">spa</languageTerm>
</languageOfCataloging>
</recordInfo>
</mods>
</modsCollection>